Abstract
Enterprise Architecture (EA) and IT Service Management (ITSM) are two complementary IT governance approaches, with distinct IT and organizational perspectives. Nowadays, ITIL is the de facto standard for implementing ITSM. However, it is still unclear how to measure the value that ITIL brings to organizations. This paper addresses the EA of organizations that use ITIL best practices to perform ITSM, focusing on the modeling and assessment of ITIL value in those architectures. Therefore, this paper's goal is threefold: (1) to find out if ITIL already contains the concepts that are usually needed to represent value, (2) to model these concepts according to an EA point of view and (3) to demonstrate how to use an architecture-based approach to choose between ITIL implementation projects.
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